Support & Help

Get help with TractionDesk and contact our support team

Support & Help

TractionDesk provides multiple support channels to ensure you can get help when you need it. Whether you're troubleshooting a technical issue, learning how to use a specific feature, or providing feedback about the platform, our support team is here to assist. The level and speed of support you receive depends on your plan tier, with higher-tier plans receiving prioritized responses and additional support channels like live chat.

Getting Help

Documentation First: This documentation covers all TractionDesk features in detail. Before reaching out to support, try searching the docs for your question—you'll often find step-by-step instructions or troubleshooting guidance that solves your issue immediately. The documentation is searchable and organized by feature, making it easy to navigate to relevant sections.

Voice AI Agent: The Voice Agent can answer many common questions about how features work, what certain settings mean, or how to accomplish specific tasks. Ask questions like "How do I create a campaign?" or "What's the difference between presets and prompts?" and the agent will explain using information from its knowledge base. For procedural questions, the Voice Agent is often the fastest path to answers.

Email Support: All plans include email support at support@tractiondesk.com. Send detailed descriptions of your issue including what you were trying to do, what happened instead, any error messages you saw, and screenshots if relevant. Our team typically responds within 24-48 hours for Basic plan users, 12-24 hours for Pro, and under 12 hours for Plus and Enterprise. Include your account email address and organization name to help us locate your account quickly.

Live Chat Support: Pro, Plus, and Enterprise plans include access to live chat support during business hours (9am-6pm EST, Monday-Friday). Click the chat icon in the bottom-right corner of any page to start a conversation with a support team member. Live chat is ideal for time-sensitive issues or when you need step-by-step guidance through a process.

Priority Support: Plus and Enterprise plans receive priority handling, meaning your tickets and chats are routed to senior support staff first and receive faster response times. Enterprise customers have access to dedicated support representatives who learn your business and can provide personalized assistance.

SLA for Enterprise: Enterprise plans include a 1-hour response time SLA for critical issues. If your TractionDesk platform becomes completely unusable, report it as a critical issue and our team will respond within 60 minutes, 24/7/365. Non-critical Enterprise support follows a 4-hour response SLA during business hours.

Common Issues and Solutions

"I can't generate content / I'm getting credit errors"

Check your credit balance in Settings → Billing. If you've depleted your monthly credits, purchase a credit pack to continue generating content. Credits reset at the start of each billing cycle, so if you're close to renewal, you might choose to wait rather than buying a pack.

"My integration stopped working"

Most integration issues are caused by expired OAuth tokens. Go to Settings → Integrations, disconnect the problematic integration, then reconnect it. This refreshes authentication and typically resolves the issue. If the problem persists after reconnecting, contact support—there may be an issue with the service provider's API.

"The Voice Agent isn't hearing me"

Check your browser permissions—TractionDesk needs microphone access to capture voice input. In Chrome, look for the microphone icon in the address bar and ensure it's allowed. Also verify your computer's microphone is working by testing in another application. If problems persist, try using text input instead of voice (type your commands) and contact support about voice troubleshooting.

"Generated content doesn't match my brand"

Refine your presets with more detailed instructions. The AI can only match your brand if the preset clearly defines your brand's style, tone, and visual characteristics. Include specific examples of what you consider "on-brand" in your preset instructions. Generate multiple variations and iterate on your presets until results consistently align with your expectations.

"Campaigns are failing or getting stuck"

Check the campaign detail view for specific error messages. Common causes include insufficient credits (the campaign tried to create a 20-credit video when you only had 10 credits remaining), temporary API errors (usually self-resolve), or misconfigured campaign deliverables. If the error message isn't clear, copy it and send to support for interpretation.

Feature Requests and Feedback

We actively develop TractionDesk based on user feedback and feature requests. If you have ideas for new features, improvements to existing functionality, or suggestions about user experience, we want to hear from you. Submit feedback through:

In-App Feedback: Click the feedback button (usually in settings or help menus) to send quick suggestions without leaving the platform.

Email: Send detailed feature requests to support@tractiondesk.com with subject line "Feature Request: [brief description]."

Roadmap Voting: Visit our public roadmap (link in the app) to see planned features and vote on what matters most to you. This helps us prioritize development.

We review all feedback and consider it in our product planning process. Features requested by multiple users or that align with our product vision are prioritized for development. While we can't implement every request, we'll always acknowledge your feedback and explain our thinking if we decide not to pursue a particular suggestion.

Reporting Bugs

If you encounter a bug or unexpected behavior, please report it so we can fix it quickly. Include:

1. What you were doing: Step-by-step description of actions leading to the bug
2. What happened: The incorrect or unexpected behavior you observed
3. What you expected: What should have happened instead
4. Error messages: Copy any error text exactly as it appeared
5. Screenshots: Visual evidence helps us understand the issue
6. Browser and device: What browser (Chrome, Safari, etc.) and device (Mac, PC, mobile) you're using

Send bug reports to support@tractiondesk.com with subject line "Bug Report: [brief description]." Our engineering team triages bugs by severity—critical bugs that prevent platform usage are fixed immediately, while minor cosmetic issues are batched for regular releases.

Status Page and Incidents

TractionDesk maintains a status page (link in footer) showing real-time platform health. If you're experiencing issues, check the status page first—there may be a known incident affecting all users that we're already working to resolve. During incidents, the status page displays details about what's impacted, estimated resolution time, and updates as we make progress.

Subscribe to status page updates to receive notifications about incidents via email or SMS. This is especially valuable for businesses that depend on TractionDesk for production workflows—you'll know immediately if there's platform-wide issue rather than troubleshooting locally. Status page notifications also inform you when scheduled maintenance is planned.

Security and Privacy Support

For security concerns, privacy questions, or data handling inquiries, contact security@tractiondesk.com. Our security team handles questions about data protection, compliance (GDPR, CCPA, etc.), penetration testing, security audits, and vulnerability disclosures. Enterprise customers can request security documentation including SOC 2 reports, penetration test results, and compliance certifications.

If you believe you've discovered a security vulnerability in TractionDesk, please report it to security@tractiondesk.com using our responsible disclosure process. We take security seriously and respond to vulnerability reports within 24 hours. Eligible vulnerabilities may qualify for our security bug bounty program.